Based on client feedback, it was clear that buyers and suppliers also wanted the opportunity to meet one-on-one as they do at our in-person sessions, so we expanded our technology to accommodate virtual face-to-face meetings.
Our clients should expect a very similar experience, with the most notable change being the venue, which will now be on a custom virtual platform instead of in a hotel. We took great pride in creating a very robust user experience that includes all the functionality you would expect from a virtual meeting platform. Plus, additional features specific to our clients’ needs, combined with our high-touch client success team that works closely with our buyers and suppliers to curate a schedule of relevant appointments by matching buyer needs and objectives with suppliers’ products and capabilities.
DSN: So how do clients get best prepared for these sessions?
GF:The key is working as closely as possible with their dedicated client success manager. They are the front lines in ensuring that everyone is fully prepared beforehand and are on hand for anything they may need during the meetings, and ensure an optimal experience for our buyers and sellers that will help drive growth.
DSN: How can ECRM help them make sure that they are ready to go?
GF:Practice makes perfect. Our client success team works directly with each buyer and supplier participant to review the technology in advance of the sessions, including test runs of the platform on their computers. They also provide resources and guidance around delivering successful virtual presentations.
DSN: When the crisis subsides, what will be your plans in terms of rolling out your traditional programs?
GF:The pandemic has without a doubt brought virtual meetings into the mainstream, and the expectations around them means that the demand for virtual is not going to disappear once the pandemic does. Moving forward, they will remain an integral part of our offerings. By extending our services to include virtual meetings, along with the in-person meetings and RangeMe, we’re now able to serve our customers whenever, wherever and however will best fulfill their needs.